ITSD - Help Desk Specialist II

Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope.

Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities.

This is a classified position that reports to Manager, Customer Service & Court Audio/Visual Technology. The incumbent performs duties under general supervision and has no supervisory responsibilities.

The successful candidate will be required to pass a background check following a conditional offer of employment.

56,55.00 (27.19) to 62,)

A High School diploma or equivalent G.E.D. Certificate and three (3) years of work experience performing technical computer support; OR an associate’s degree from a college, university or vocational/trade school in computer science, management information systems, or a related field, and two (2) years of technical support work experience; OR any equivalent combination of experience, training and/or education approved by Human Resources.

• Provides level 1 help desk support to all court locations.
• Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program.
• Provides in-person, telephone, and remote technical support that includes problem identification, research, and troubleshooting for resolution of computer hardware, desktop software, and basic network connectivity problems.
• Utilizes standard troubleshooting techniques and diagnostics tests to identify hardware, software, and network problems in the most efficient manner to provide exceptional customer service.
• Provides support for staff working remotely by troubleshooting VPN, remote desktop, and other related issues to ensure staff are serviced promptly.
• Installs and provides customer support of printers, operating systems, standard office automation applications such as Microsoft Word, Excel, PowerPoint, Teams, SharePoint, electronic mail, and other desktop applications.
• Performs routine hardware and software installations, configurations, testing, maintenance, and upgrades as directed by management.
• Provides audio-visual assistance in the courtroom and to individual staff in using Teams or other remote-participation technology as requested by court customers.
• Provides judicial staff training for using courtroom audio-visual equipment features and responds to courtroom support issues.
• Provides multi-factor-authentication support either remotely or in-person without escalation.
• Processes ITSD access request forms and coordinates with customer to ensure forms are completed properly and are routed based on court procedure and process including hardware setups for new or rotated staff. Tracks assigned computer support requests and related progress until resolved in help desk tracking software. Maintains awareness of software licensing requirements to ensure no software is installed without a corresponding license.
  
  Coordinates multiple tasks and priorities to meet established schedules and goals. Tracks help desk supplies and notifies management when replenishment is required. Maintains storage rooms in compliance with procedures and participate in quarterly clean-up, and surplus activities to ensure no items are lost and proper disposal procedures are followed.

• Travels to all court sites to provide required diagnostic and/or implementation services.
• Provides equipment inventory maintenance as assigned.
• Supports bench rotations to ensure judicial staff equipment is installed on…